Beyond Philosophy

DECEMBER 10, 2018

When I checked my email the next morning, there was a survey from the hospital. This absurd question made me aware of how many surveys I actually receive. Survey Overload. In those days, customer surveys played an important role in getting feedback from people who had done business with you. They have gotten annoying.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

ShepHyken

DECEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys?

Feedback 193

Feedback Airlines Best practices Surveys 193

ShepHyken

SEPTEMBER 22, 2023

He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. So, what can we expect from customer service trends in 2023? As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries.

Customer Service 175

Customer Service Chatbots Self service Customer Care 175

ProProfs Blog

AUGUST 28, 2020

Receiving customer feedback is not just about surveys and data collection. Sure, an online survey maker helps you create a survey and access the right distribution channels, but what next? . When the survey data comes back in, how do you use it for the benefit of different teams – sales, marketing, product, etc.?

Surveys 158

Surveys Feedback Marketing Sales 158

Beyond Philosophy

SEPTEMBER 10, 2019

Two years, it seems, is indicative of a trend. Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. The areas the survey covers include the following five: How professional is the website or how knowledgeable are the people with whom you interact at the organization?

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

ProProfs Blog

NOVEMBER 15, 2021

What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . And this could be simply done by conducting business surveys. Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort.

Surveys 144

Surveys Feedback Morale Customer effort 144

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. And AI will fuel this trend. They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. They want what they want NOW.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

MARCH 8, 2021

Hospitality.com) Recently, we sent a survey to thousands of your colleagues, with two goals: to ask them about the major changes the sector experienced in 2020 and to find out what key actions they are taking as we start a new year. TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends.

Airlines 374

Airlines Customer Service Coaching Surveys 374

ShepHyken

JUNE 17, 2022

He shares the five consumer trends organizations can use in their next campaigns and strategy. After careful research and talking with other brands, we put together five consumer trends that will take shape over the next few years. 86% of people surveyed reported growing fears about their online personal security. .

Abandon rate 182

Abandon rate Marketing Personalization Sales 182

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” My Comment: Here are some of the latest stats and trends in the customer experience world.

Customer Service 291

Customer Service Surveys Customer Experience Customer Support 291

ShepHyken

JANUARY 17, 2017

Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. Part of the beauty of the Net Promoter Score is the very short and concise format of the survey.

Surveys 277

Surveys Metrics Marketing Customer Experience 277

TechSee

OCTOBER 31, 2018

According to a survey by Deloitte , 40% of Telecom, Media and Tech executives say they have garnered “substantial” benefits from cognitive technologies, with 25% having invested $10 million or more. The post 4 AI Trends that will Transform the Telecom Industry in 2019 appeared first on Techsee.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

ShepHyken

DECEMBER 1, 2024

My Comment: I love customer service and CX stats, facts, and findings from different surveys (including our own CX research ). My Comment: As we approach the beginning of the new year, articles featuring trends and predictions are abundant. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

Journey mapping 203

Journey mapping Customer Service Customer Experience Marketing 203

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Best Practices for Agent Engagement Surveys. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

Fonolo

MARCH 25, 2021

Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. While tricky, agent satisfaction surveys can help you come close. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Beyond Philosophy

APRIL 16, 2022

This podcast subject was inspired by some interesting stats I read about in the consumer research team Attest’s 2022 US Consumer Trends report about what different groups of customers want. Complete this short survey. Segmenting your customers for targeting purposes is essential. Please tell us how we are doing!

Construction 66

Construction Consulting Consulting Surveys 66

ShepHyken

NOVEMBER 11, 2024

Conversational Surveys: A Game-Changer in Feedback Collection by Barbara Wharton (InMoment) Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. My Comment: I have a strong opinion about surveys, especially bad ones.

Customer Service 182

Customer Service Surveys Feedback Chatbots 182

Contact Center Pipeline

SEPTEMBER 22, 2020

In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

Management 225

Management Contact Center Surveys Self service 225

Beyond Philosophy

AUGUST 10, 2016

A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. There are several trends on Blair’s radar for 2021. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ShepHyken

JANUARY 4, 2023

I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. . Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Here we go: .

Customer Experience 368

Customer Experience Customer Service B2C Self service 368

ShepHyken

MARCH 18, 2019

My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback. CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. It’s another to properly use that feedback. And, that’s what this article is about.

Customer Service 235

Customer Service Customer centricity Feedback Surveys 235

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. I’d love to hear your examples in the comments below. You Will Now.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. the trend to eliminate cash is sweeping Scandinavia and elsewhere in Europe, especially in France and the Netherlands. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. If they feel disgruntled enough, they may decide to provide a survey.

Feedback 258

Feedback Customer Experience Abandon rate Surveys 258

ShepHyken

DECEMBER 3, 2021

Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Voice of Customer.

Customer Experience 374

Customer Experience Transportation Feedback Metrics 374

delighted

APRIL 1, 2024

One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Keep reading to learn how to effectively capture the attendee experience with post-event surveys. In this post, we’ll cover: What is a post-event survey? Why send post-event surveys?

Surveys 100

Surveys Feedback Best practices Construction 100

ShepHyken

FEBRUARY 14, 2022

My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., One of the most important parts of this process is making sure that you’re asking customers the right questions.

Customer Service 323

Customer Service Surveys Customer Experience Accountability 323

ShepHyken

JANUARY 15, 2018

In order to keep up with the latest trends, it is essential to improve customer experience. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. My Comment: One of the most common discussions we have with our clients is around how to develop a powerful customer service or experience survey. Great info!

Customer Service 0

Customer Service Surveys Banking Marketing 0

CX Accelerator

JULY 22, 2019

Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced. ,,, How VOC Tools Work , Many VOC tools work with the phone system’s interactive voice response (IVR) creator to deliver a telephony-based survey after a call.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. It’s how you handle that feedback that makes a difference.

Customer Service 306

Customer Service Metrics Self service Average Handle Time 306

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Understanding these emerging trends can help you pinpoint areas of your strategy that may need updates to remain competitive.

Chatbots 93

Chatbots Advertising Surveys Personalization 93

ShepHyken

AUGUST 27, 2021

The drastic changes in customer behavior and online trends make it a daunting task to keep a customer base happy and loyal. Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. It is very tough to find out what customers expect from a business these days.

Customer Experience 407

Customer Experience Technical Support Finance Customer advocacy 407